Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Senior Customer Technical Services Analyst (Digital products, Russian language)) Customer Technical Services Team provides technical and operational support to business-to-business (B2B) customers that have product or service agreements with Mastercard.Customer Technical Services – Digital Support Specialist will:
• Provide operational and technical support and consultancy to the B2B customers in EEMEA, analyzing a wide variety of issues, determine needed actions, and follow through to resolution (MDES, Masterpass, Send, Click2Pay products).
• Be responsible for overall satisfaction and retention of customers through knowledge of their business and product
• Build long-term customer relationship externally and internally to ensure timely and professional resolution of issues
Responsibilities
• Enhance customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquiries
• Serve as a subject matter expert accountable for analyzing, supporting and troubleshooting customer technical support inquires
• Simulate or recreate user issues to resolve operating difficulties
• Ensure that customer resolution efforts adhere to Mastercard standard processes and procedures
• Represent the voice of the customer to product team, application team and shared services group
• Identify opportunities for improvements with customer experience at the forefront
• Lead medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline
• Provide guidance to less experienced team members
• Collaborate with others in support of products, processes and problem resolution.
• Lead and/or participate in customer visits for training, education and operational support
Knowledge/Experience
• 5-7 years of technical/operations experience within payments industry or fintech company and a strong knowledge in the field of digital payments and the tokenization
• Previous customer service experience a strong plus
• Experience in working with multiple stakeholders across the organization
• Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
• Experience implementing process improvements according to standard procedures
• Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
• Excellent interpersonal skills and written and verbal communication skills in Russian and English
• Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.
• Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
Abide by Mastercard's security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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